Mass Cancellation is a feature designed to help you quickly manage refunds if your event can no longer take place. Instead of canceling and refunding orders one by one, you can cancel the event in bulk and offer attendees either a full refund to their original payment method or a coupon code they can use toward a future event. This makes it easy to resolve cancellations for your event efficiently.
Note: Mass Cancellation is currently feature locked. To unlock this feature, message the support team with the chat bubble on the bottom, right corner of this page.
Jump To...
Getting Started
From the Pages screen, select the graph icon under the ticketing page you want to cancel
Hover over the ellipsis icon in the top right corner
Select Mass Cancellation from the dropdown
Note: If you don't see the option to issue a Mass Cancellation within the Analytics page, there are a few reasons why.
Mass Cancellation isn't enabled on your account: Right now, Mass Cancellation is feature locked. If this feature isn't enabled on your account, reach out to our team to request access
Your page isn't published: Mass Cancellation is only available for published pages. If your page is unpublished or archived, republish your page before attempting to mass cancel the event. If you want to prevent additional ticket sales as you mass cancel your event, click here to learn how to close ticket sales for your event.
Issue a Mass Cancellation
The Mass Cancellation feature allows you to quickly cancel multiple orders at once. When canceling orders, you can choose to either issue a coupon for future use or provide a full refund to the customer’s original payment method.
Pro Tip: When canceling orders in bulk, you can choose how customers are reimbursed.
Issue Coupon for Future Use: This option sends a code to your customers for their full order amount. Attendees can use this coupon on a future date on any of your TicketSpice pages
Issue Full Refund: This option issues a full refund for your cancelled orders. This will return the customer their full order amount
Issue Coupons for Future Use
Issue Coupons for Future Use
When you issue coupons for future use, your attendees will all receive a coupon code they can use for your future events.
Pro Tip: When you issue coupons for future use, customers will receive an email containing a one-time-use coupon equal to their order total, which can be applied to a future event. The coupon may only be used once and cannot be split across multiple orders.
Select Issue Coupon for Future Use from the list of options
If you’re using a date-based page or a Series of Events page, select the event Date/Time or the Event you want to cancel
Choose to add an Expiration Date for your coupon, if desired
Add a Reply-To Email. This email address will receive any responses if recipients reply to the email
Choose to add an Additional Note, if desired
Click Next
Review the orders that will be cancelled
Click Remove to remove individual orders from being canceled, if needed
Click the checkbox to confirm that mass cancellation is final and cannot be undone
Click Issue Coupons
Note: To redeem their codes, customers must enter the coupon into a coupon code field on your ticketing page. This field is included on TicketSpice pages by default. If it has been removed, click here to learn how to add it back.
Pro Tip: After you select Issue Refunds, your orders will be placed in a queue. The Mass Cancellation process can take up to 72 hours to complete.
Issue a Full Refund
Issue a Full Refund
Select Issue Full Refund
If you’re using a date-based page or a Series of Events page, select the Event Date/Time or the Event you want to cancel
Choose whether to send a cancellation notice. If enabled, you can add a custom message to include with the notice
Review the orders that will be cancelled
Click Remove to remove individual orders from being canceled, if needed
Click the checkbox to confirm that you want to mass cancel these orders
Click Refund
Pro Tip: After you select Refund, your orders will be placed in a queue. The Mass Cancellation process can take up to 72 hours to complete.
View Your Mass Cancellation's Status
After submitting your Mass Cancellation request, you’ll receive a notification confirming that the cancellation is being processed. The email includes a live link to the queue, where you can track how many orders have been canceled.
Once the queue is complete, you’ll receive a summary email showing how many refunds were successfully processed and identifying any refunds that failed.
FAQs
Why would a refund fail?
Why would a refund fail?
There are several reasons a refund may fail. Common causes include the original transaction not yet being settled (for example, if the payment was collected within 24 hours of the cancellation) or the transaction falling outside the payment processor’s refund window. Refund windows vary by payment processor.
Why don't I see the option to use Mass Cancellation?
Why don't I see the option to use Mass Cancellation?
There are a few reasons why the Mass Cancellation option may not be available.
Mass Cancellation isn't enabled on your account: Right now, Mass Cancellation is feature locked. If this feature isn't enabled on your account, reach out to our team to request access
Your page isn't published: Mass Cancellation is only available for published pages. If your page is unpublished or archived, republish your page before attempting to mass cancel the event. If you want to prevent additional ticket sales as you mass cancel your event, click here to learn how to close ticket sales for your event.
Some orders weren’t canceled using the Mass Cancellation feature. What should I do?
Some orders weren’t canceled using the Mass Cancellation feature. What should I do?
If any orders were not successfully canceled using the Mass Cancellation feature, we recommend canceling them manually. Click here to learn how to cancel orders in TicketSpice.
How long does it take to process my mass cancellation request?
How long does it take to process my mass cancellation request?
Mass cancellation requests can take up to 72 hours to process. We'll notify the user who submitted the request once the mass cancellation is complete.
What will my attendees see when I issue a mass cancellation?
What will my attendees see when I issue a mass cancellation?
When you issue a coupon code, attendees will receive an email containing their coupon code details.
If you fully refund your attendees and choose to send a cancellation notice, TicketSpice will show that their order was canceled. Your custom message will appear at the top of the page, with their order details displayed below.
One of my attendees told me they never received the email with their coupon code information. Can I resend the email to the attendee?
One of my attendees told me they never received the email with their coupon code information. Can I resend the email to the attendee?
There is no way to resend the original email that contains the coupon code information, but you can find the coupon code and manually send this code to the ticket buyer. Here is how to locate the coupon code.
From the top menu bar, hover over the Reports tab
Select Global Coupons from the dropdown
Search for the billing email associated with the order
Under the Code column, copy the code, and send this code to your attendee
